That's strange. Please send us a feedback report from the device/account experiencing the issue with these steps: https://goo.gl/1ckkO5 . While every individual report may not get a direct response back, we do review everything and use the details to investigate and fix issues.
Just to confirm, have you tried personalizing your ad preferences: https://goo.gl/9in6fd ? Also, you can submit feedback about ads using our Adwords feedback form: https://goo.gl/KcTgwH
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